1. How do I change my
username/password? You can change your username and
password at anytime to securely fax by Internet and protect your
account. To change your password, log
in to your account with your username and password. Once you
have logged in, click TrustFax and then click the Settings icon
located at the top of the screen. Click the "General
Settings" tab and enter your new username and/or password
as desired.

2. I forgot my
username/password. If you ever forget or misplace your
username and password for your account you may request it in
writing by sending an email to support@trustfax.com.
Please provide information in the email that will help us
identify your account, such as the Account ID, company name,
primary account holder, and/or fax number assigned to the
account. Once we receive your request, the correct username and
password information will be sent to the email address that is
on file for the account’s primary contact.

3.
How do I update my credit card information? To update
your credit card information, log in to
your account and click on the "Billing" icon. Then
click on the "Update credit card information" link.
You will see the credit card(s) you have on file. You can add
additional cards that will be used if your primary card fails.

To add a new card, select "Add Additional
Card" at the top of the page. To edit an existing card,
click the "Edit" button next to the card. Our system
requires that active accounts have a valid credit card on file.
In order to delete the existing primary card, you will first
need to add a new card and select "Primary".

The "Update Card" or "Add Card" buttons will
not be active until you have entered the required information.
Once you have submitted the form, you should see the updated
card information, letting you know that your update was
received.

4. How do I view my monthly
invoices? At the end of each month, TrustFax will bill
your credit card for any charges incurred during that month.
Once your invoice is available for viewing, you will receive an
email notification. To view a list of invoices posted to your
account, log in to the TrustFax website at www.trustfax.com
and click on the Billing icon located at the top of the screen.
Then choose the View Invoice List option. You can click on any
one of the invoice numbers listed to view itemized charges for
that billing cycle.

When viewing the
invoice online you can also use your browser’s
"Print" function to print a hard copy for your
records. Please note that on all Corporate Plan accounts, only
the Account Administrator’s login has access to this area.

5. How do I send a fax by
Internet via email? Sending a fax by email is easy. Just
enter the destination number address as follows:
destinationfax#@trustfax.com, where destinationfax# is the
number you wish to fax to. For example, if you are faxing to
someone at 555-777-8888, you would address the email to
5557778888@trustfax.com. Then, simply type a message in the body
of the email (optional), attach any documents for faxing, and
hit send. You can view an actual
screen shot example for further instructions.

6.
How do I send a fax by Internet via the TrustFax Web site?
You can send a fax via the secure
online interface by logging in to your TrustFax account with
the username and password for your account. Once you have logged
in, click the TrustFax link, followed by the TrustFax icon
located at the top of the screen. Complete the online form and
upload the files that you wish to fax by Internet. When you are
finished, hit the Send Fax button. If you need assistance during
each step, Help areas are available throughout the Send Fax
page.

7. I sent a fax from my email,
but it didn’t go through. To fax by Internet via
your email account is made possible only when your email address
is linked to your designated TrustFax account. If the
sending address is not linked, you will receive an email
notification indicating this error.

You
can specify any number of senders on your account. To add new
email addresses to your approved list of senders, log in to your
account at www.trustfax.com. Then click
on TrustFax, followed by the Settings icon located at the upper
right-hand corner of the screen. On the Outbound Settings tab,
add the email addresses to your list of Valid From Email
Addresses and click on Update Outbound Settings when finished.

All approved senders on this list will be able to send
outbound faxes from their email address using your TrustFax
account.

8. Someone sent me a fax but I
didn’t receive it. If a fax is not being delivered
to your email address for any reason, you can also view it by
logging in to your account via the TrustFax website at www.trustfax.com with your username and
password. If you do not know your username and password, you may
request it in writing by sending an email to support@trustfax.com.
Please include your name, company name and client ID so that we
can identify your account.

Once you have logged
in to your account, click TrustFax and then select your Inbox to
view incoming faxes. If the fax does not appear in your web
inbox, our system has not received it. Often this is due to a
misdialed or improperly programmed fax number. Please verify
that the sender is using your correct fax number.

Faxes that appear in the web inbox, but not in your
email inbox, may have been blocked from delivery by a spam
filter or other security software. Please allow delivery for all
emails from trustfax.com.

If you need to change
the designated email address for where your incoming faxes are
received, please update your General Settings on your account
within the TrustFax web interface. Log in to your account, click
on TrustFax and then click the Settings icon at the upper right-
hand corner of the screen. Within the General Settings
tab, you can change the primary email address for delivery.
Click Update General Settings when you are finished.

9.
I am not receiving confirmation of faxes being sent from my
account. If you are not receiving confirmation of faxes
that have been sent, check to make sure the account settings are
set up properly for your account. By default, we will send a
notification after your fax has been completed and again if the
fax transmission failed. You can conveniently control the type
and frequency of incoming email notifications that you receive
within the Account Settings area of the TrustFax website.

To manage notification preferences for your account, log
in to your account at www.trustfax.com,
click on TrustFax, and then click the blue Settings icon at the
upper right-hand corner of the screen. Under the Outbound
Settings tab, set your Email Notifications preferences. Click
Update Outbound Settings at the bottom of the page when you are
finished. All notifications will be delivered to the primary
email address associated with your account. You can also
change the primary email address at any time under the General
Settings tab.

10. My account was
suspended, and I need to reactivate it. If you have
logged in to the website and are getting a notice stating that
your account is on hold, the reason is usually due to an expired
or declined credit card.

To update your credit
card information, login to your account
and click on the "update" link under "Service
Type". Then click on the "Update credit card
information" link. You will see the credit card(s) you have
on file. You can add additional cards that will be used if your
primary card fails.

To add a new card, select
"Add Additional Card" at the top of the page. To edit
an existing card, click the "Edit" button next to the
card. Our system requires that active accounts have a valid
credit card on file. In order to delete the existing primary
card, you will first need to add a new card and select
"Primary".

The "Update Card"
or "Add Card" buttons will not be active until you
have entered the required information. Once you have submitted
the form, you should see the updated card information, letting
you know that your update was received.

We will
reactive your account and send an email confirmation within 1
business hour of the update.

We value your
business, and hope you act quickly to re-activate and keep your
account with us. Thank you for your prompt attention to this
matter, and using the fax by Internet solutions offered by
TrustFax.

11. How do I set up my
account once I have signed up to fax by Internet via the
TrustFax service?

Login to website

Click the TrustFax link

Inbound Settings tab

Inbound File Format – Choose either PDF or TIF

Inbound Fax Delivery: - If you want to receive faxes
in your email, choose the Web Inbox AND Email option. You
will see the email address you provided on the sign up form
is listed as the Primary Address. If you would like to change
the Primary Address, you will need to update the General
Settings tab. You can also add a Secondary Address so when a
fax comes in to your TrustFax fax number, it will be
delivered online and sent to BOTH the Primary and Secondary
email address. If you would like to retrieve the faxes on the
website only, choose Web Inbox ONLY. If you choose the Web
Inbox ONLY option, you can still receive an email that will
notify you when a fax has been delivered to your Inbox. You
can choose the frequency of these notifications by selecting
the Inbound Fax Notification Frequency at the bottom of the
page.

Online Fax Storage – Any faxes left sitting
online (weather in one of your folders or the Trash) for more
than 30 days, will incur a fee of $0.05 per fax per month. To
avoid these storage fees, you can choose to Automatically
delete faxes by entering 30 days or less in the box

Once all your Inbound Settings have been set, click
the UPDATE INBOUND SETTINGS button at the bottom of the page

Outbound Settings tab

Email to fax security – If you would like to
require that a password be provided when sending a fax by
Internet via email, you will select Password protect with and
enter your password in the blank space. If a password is
entered here, when sending a fax via email this password (and
only the password) should be entered in the subject line of
the email. The system defaults to Do NOT password protect.

Document Handling – When sending a fax by
Internet via email, you can choose to Fax Email Attachments,
Fax Email Body and you can choose the resolution of the fax
(Fine will cause the fax to take longer to transmit to the
fax recipient).

Email Notifications – When sending a fax via
email, we can provide 2 types of notifications: the 1st is an
Acknowledgment, where we will let you know that we received
your request, the 2nd is a Delivery Status, where we can let
you know weather the fax was successful or not.

Valid From Email Addresses – Here is where you
will list all the authorized email addresses that you would
like to give access to your service fax by Internet via
email. Enter one email address at a time next to New and
click Update.

Once your settings have set, make sure to click
Update Outbound Settings.

12.
How much does the TrustFax service cost? Monthly Plan
Fee: $12.99/mo Annual Plan Fee: $129.90/yr 300 free
Inbound/Outbound pages per month Overage rate: $0.10 per
page Note: Included pages only apply to faxes
sent/received within the U.S. and Canada. International faxes
are billed in 60-second increments according to TrustFax’s
current International rates. Please contact
us to get current international rates.

Storage
fees: There are no storage fees for faxes stored less than 30
days in the web inbox. Any fax stored in the web inbox after 30
days will be charged a $0.00 per fax, per month. To avoid storage
fees, set your account preferences to automatically delete faxes
after 30 days.

14.
I’m having problems viewing TIFF files from Windows XP
(can't open file or only 1 page is visible). What should I do?

If you have problems viewing TIFF faxes from
Windows XP, it is most like due to an incorrect file association
in the Windows system. Common problems include not being able to
view all pages of the fax or open the file at all.

To correct this error, Windows needs to know which software to
use to open the file. Most computers come equipped with a
built-in viewer called the Windows Picture and Fax Viewer. Using
this viewer, you will need to perform the following steps:

Save the TIFF fax to your Desktop by right clicking the
TIFF image on our website and selecting Save Target As or Save
Link As (in Firefox).

Right-click the TIFF file you just saved and go to
Properties. On the window that appears, select the button
marked Change.

In the new window under Recommended Programs: select
either Windows Picture and Fax Viewer or Microsoft Office
Document Imaging (if you have Microsoft Office).

Click OK twice and then restart your web browser.

The file will open properly and you will be able to use
the page-up or page-down keys on your keyboard to view the
additional pages. There is also a drop-down box in the middle
of the viewer screen that will allow you to jump to any page in
the document.

15.
I’m having a problem opening TIFF files with QuickTime.
The QuickTime player will try to open the .TIFF file which it
can't display properly. You should use another image viewer (see
article above). Here are the instructions on how to disable
QuickTime from opening .TIFF files:

Click on Start then on Settings and the Control Panel

Double-click on QuickTime (not on QuickTime 32 if you
have older version)

In the window that opens click on "Browser
Plug-in" in the drop-down menu. Or, if you have Quicktime
7 or greater, click the tab that is labelled,
"Browser", then proceed to the next step.

16.
How do I disable the coversheet? Log in to your account
via the TrustFax web interface with your username and password.
Once you have logged in to your account, click the TrustFax link
and then the Settings icon located at the top right-hand side of
the screen. Click the General Settings tab and then un-check the
box that says Include a cover page with each fax? to disable the
cover page.

17. How do I cancel my
TrustFax account. In order to cancel your TrustFax
account, visit our online cancel form.
If you cancel your account you will not be able to send or
receive faxes with your current fax number. Be sure to notify
anyone who might be using your fax number to send you faxes.